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Voicemail Management

This draft began as the Enterprise documentation, and was edited to describe only BEC functionality.
NOTE: commenting out a step resets the counter. Just pretend the numbering continues, it will when I delete the step.

Managing Users

You create users and perform most provisioning in Genesys Administrator, then assign roles, mailbox access, a calling profile, a time zone, and voicemail notification preferences in Genesys Administration Extension (GAX).

Important
Do not assign any user to more than 10 mailboxes, including individual and group mailboxes. Note that mailbox assignments are among the tasks you perform in GA.

To provision a user:

Log into Genesys Administration Extension as an administrator (GAX IP address:port/gax). Under Operations > SIP Voicemail & Call Settings, select Users. Search for and click the user name of the user that you want to provision, or select Bulk Assignment to assign calling profiles, [profiles], or forwarding profiles to multiple users simultaneously.

General

  1. Select one or more Feature Server roles:
    • User (default) grants the user access to voicemail.
    • Administrator grants the user the ability to log in as administrator and perform all the tasks available in the Feature Server GAX interface.
    • Group Mailbox Administrator grants the user the ability to log in as administrator and manage group mailboxes in GAX. Only users who are Group Mailbox Administrators can change greetings and passwords for group mailboxes.
  2. Select a User Mailbox Access profile:
    • Phone + Web View + Web Playback enables the user to access voicemail over the phone and to view and play voicemail through GAX.
    • Phone + Web View enables the user to access voicemail over the phone and to view, but not play, voicemail through GAX.
    • Phone Only enables the user to access voicemail over the phone, without web access.

#To activate voicemail access, select a Calling Profile other than Not Set. If the menu is empty, you can Create a Calling Profile or let the default calling profile apply to the user.

  1. Select a voicemail profile.

#Select a forwarding profile.

  1. Select a time zone for message playback. When a user specifies a time zone in their user profile, the value overrides this setting. The user time zone also takes precedence over the default time zones for the application, switch, and mailbox, unless:
    • the user time zone is set to Default and the mailbox time zone is not set to Default, or
    • the user uses the telephone UI to log into a group mailbox anonymously, without first logging into a personal mailbox.
    In both cases, the mailbox time zone takes precedence.
Tip
Click the values in the Agent Logins, DNs, and Mailboxes tables to view user assignment details.

Call Settings

REMOVED TABLE

Email Notifications

  1. Click Email Notifications to set the values for this user. These values apply only if the associated voicemail profile has email notifications enabled.
  2. Select On or Off to enable or disable notifications by email.
  3. If you have enabled email notifications, in Email To type an email address to which you want the notifications sent. Use the standard address format: name@domain.
  4. Save your changes.

Web Service Notifications

  1. Click Web Service Notifications to set the values for this user. These values apply only if the associated voicemail profile has web notifications enabled.
  2. Select On or Off to enable or disable notifications by web service.
  3. If you have enabled web service notifications, in Phone Number type a phone number to identify the destination of the notifications. Use only digits.
  4. Save your changes.

Managing user groups

You create users groups and perform most provisioning in Genesys Administrator. In GAX, you can only assign a voicemail profile and set voicemail notification preferences.

To provision a user group:

  1. Log into Genesys Administration Extension as an administrator (GAX IP address:port/gax). Under Operations > SIP Voicemail & Call Settings, select User Groups. Search for and click the user name of the user group that you want to provision.
  2. Select a [voicemail profile].

Email Notifications

  1. Click Email Notifications to set the values for this user group. These values apply only if the associated voicemail profile has email notifications enabled.
  2. Select On or Off to enable or disable notifications by email.
  3. If you have enabled email notifications, in Email To type the email address to which you want the notifications sent. Use the standard address format: name@domain.
  4. Save your changes.

Web Service Notifications

  1. Click Web Service Notifications to set the values for this user group. These values apply only if the associated voicemail profile has web notifications enabled.
  2. Select On or Off to enable or disable notifications by web service.
  3. If you have enabled web service notifications, in Phone Number type a phone number to identify the destination of the notifications. Use only digits. If your notification message does not include the user phone number, this field does not appear.
  4. Save your changes.

Managing DNs

You cannot create DNs in the GAX plug-in. To create DNs, see DNs.

To provision a DN:

  1. Log into Genesys Administration Extension as an administrator (GAX IP address:port/gax). Under Operations > SIP Voicemail & Call Settings, select DNs. Search for and click the DN that you want to provision. The DN Properties window displays:
    • Number of the DN
    • Switch to which the DN belongs
    • Mailbox Number, if any
    • Assigned To, which is the object, if any, to which the DN is assigned
    • Logged In, which is the name of any user who is currently logged into the DN
  2. Optionally, set a password for the DN. This password controls device authentication.
  3. To activate voicemail access, select a Calling Profile other than Not Set. If the menu is empty, you can Create a Calling Profile or let the default calling profile apply to the device.
  4. Select the Call Settings tab to configure the DN call settings. Note that these settings do not apply when the DN is assigned, because the assignee settings override them.
    Setting Values (default value in bold) Description
    Forward All Calls To Off, On + phone number Immediately forwards all calls to the specified number. Important: To forward calls to voicemail, the number specified must be the number configured as the VoIP DN (of service type Voicemail) for the associated switch. See Configure SIP Server for Feature Server.
    Forwarding On No Answer System (Off), Off, On + phone number After the No Answer Timeout value elapses, forwards calls to the specified number.
    Forwarding On Busy System (Off), Off, On + phone number When the user is on a call, forwards calls to the specified number.
  5. Click Save changes.
  6. To assign a mailbox to a DN, under Configuration > System > Configuration Manager > Switching > DNs, select a DN and create an option with Section TServer, Key gvm_mailbox, and a Value that is the mailbox number that you want to assign to the DN.

Managing mailboxes

You can effectively deactivate a mailbox by setting its Status to Locked, which prevents user access, and by setting Voicemail Deposit Enabled to No, which prevents callers from depositing voicemail.

To provision mailboxes:

  1. Log into Genesys Administration Extension as an administrator (GAX IP address:port/gax). Under Operations > SIP Voicemail & Call Settings, select Mailboxes. You can take either of these actions:
  • Search for and click the mailbox that you want to provision.
  • Optionally, press Disclaimer and upload an audio disclaimer message or other message to be played during every call, before message deposit. If you see the Disclaimer is disabled message, you must open Genesys Administrator and set the play-disclaimer option to true under the Options tab of the application or the governing switch, in the VoicemailServer (Application object) section or the VoicemailServer (switch) section. The value set at the application level overrides any value set at the switch level, so to enable a disclaimer for any switch, you must set the option to True for both application and switch. See Configuration options.

    Disclaimer file types:

    • For the United States and Japan, use CCITT uLaw (Mono) 64Kbps wav disclaimer files.
    • For all other nations, use CCITT aLaw (Mono) 64Kbps wav disclaimer files.

  • You can configure these settings for the selected mailbox:
    Setting Values (default value in bold) Description
    Status Active, Locked If the mailbox owner tries to log in unsuccessfully four times, they are locked out for 10 minutes. You can override the lock by selecting Active.
    Voicemail Deposit Enabled Yes, No Yes forwards unanswered calls to voicemail under various conditions, depending on the options set . No plays a "voicemail is disabled" message to the caller.
    Mailbox Password System, user-selected Press Reset to reset the password to the system (default) value.
    Max Messages 10, 1 to n Select the second radio button and type a value to set a new maximum number of messages. Select System to restore the system (default) value.
    Optout Phone System (Not Set), any phone number or routing point When set, enables a caller to transfer out of voicemail to the specified destination at any time during a call. Select the second radio button and type a value to set a new optout phone. Select System to restore the value to the number in parentheses, which is the value set at the application or switch level for the configuration option voicemail-optout-destination.
    Time Zone System, time zone from menu Select a time zone from the menu to set a new time zone for all mailboxes that use the system (default) time zone. Select System to restore the system value.
    Language System (English(United States)), language from menu Select a language from the menu to set a new language. Select System to restore the system value.
    Assigned n/a The Assigned table lists the objects (directory numbers, agents, users, user groups) to which this mailbox has been assigned. For some objects you can click the object name to view the object.
    Messages Unread/Read(Unread high-priority messages/Read high-priority messages) Press Delete All to delete all normal and high-priority messages.

    • Managing Voicemail Notifications

    Feature supports three types of voicemail notifications: MWI (Message Waiting Indicator), email (SMTP), which operates through your standard SMTP email server, and web (HTTP), which enables you to invoke web services to send notifications.

    MWI, obviously, helps only when users are near their phones. SMTP and HTTP can not only notify practically anyone with internet access, they can also include message information such as the caller's name, the time of the call, and the message priority.

    For email and the web, you configure the notifications as part of a voicemail profile, though you also set default values for most fields.

    Important
    Users who log in dynamically on a phone that is not assigned to them do not receive email or web notifications for that phone's mailbox. Otherwise, users might receive notifications of voicemails left for someone else.

    Enabling notifications

    After you enable notifications in a voicemail profile, you can enable or disable either type of notification for each user or user group to which you've assigned the profile. Settings at the profile level also determine whether users can control notifications themselves. See Voicemail profiles for details.

    SMTP and HTTP setup

    To use SMTP to generate notifications, you must identify your SMTP server and security protocol by setting the SMTP configuration options in Genesys Administrator.

    To use HTTP to generate notifications, you must set up your own web services. Then you identify the web service URL to Feature Server, which you do in the Notification defaults detailed below and in your Voicemail Profiles.

    Notification defaults

    You set notification defaults to serve as values that the system uses if the voicemail profile doesn't contain a value for a given field.

    Important
    These default values aren't enough to enable notifications. You can enable SMTP and HTTP notifications only through a voicemail profile.

    To set notification defaults:

    • Log into Genesys Administration Extension as an administrator (GAX IP address:port/gax). Under Operations > SIP Voicemail & Call Settings > Voicemail, select Settings. Click Notification Defaults and complete the settings that apply to your chosen notification method (SMTP or HTTP):
    Applies to Setting Values (default value in bold) Description
    SMTP Email From Address user@domain The email address from which you want to send notifications. If you are using the TLS or SSL protocol, you must type the same address that you specified as the username in the SMTP configuration options section in Genesys Administrator.
    SMTP Email Subject Genesys Voicemail Notification: New Message from <CallerID>, any subject line The Subject line of the notification email. It can contain any of the parameter tokens available in the Email Message Body.
    SMTP Email Message Body Mailbox <MailboxID> has a new message from <CallerID>, any text The body of the notification email. It can contain any of the following parameter tokens, which are replaced by actual values in the delivered message. To insert a parameter, type < and select from the list, or type the tag name surrounded by brackets <tagname>. The message also includes any static text you type.
    • CallerID is the phone number of the caller
    • MailboxID is the mailbox that contains the message
    • MsgPriority is the message priority set by the caller, if enabled; emails that announce messages marked as Urgent are labeled High Importance (!).
    • MsgReceivedDate is the date on which the caller left the message, formatted according to the mailbox language
    • UserEmail is the email address of the recipient
    • UserPhone is the phone number of the recipient
    • VoicemailAccessURL is the URL that the recipient can click to retrieve their message online
    • VoicemailAccessNumber is the phone number that the user can dial to listen to their message
    SMTP and HTTP FS GAX URL none, GAX URL The Feature Server Genesys Administrator Extension URL forms the root of the Voicemail Access URL that the user clicks to go directly to the message. Use the format: http://GAX server host:GAX server port/gax/?login#!
    HTTP Web Service URL none, Web Service URL The URL of the web service you set up to handle HTTP notifications. Use the format: http://host:port
    HTTP Web Service Message Parameters

    CallerID=<CallerID>

    MailboxID=<MailboxID>

    MessagePriority=<MsgPriority>

    MessageReceivedDate=<MsgReceivedDate>

    UserEmail=<UserEmail>

    UserPhone=<UserPhone>

    AccessUrl=<VoicemailAccessURL>

    AccessNumber=<VoicemailAccessNumber>

    		The parameter tokens available for the web notification message, formatted as key-value pairs (such as caller=<CallerID>). Other text is ignored. To insert a parameter, type < and select from the list, or type the tag name surrounded by brackets <tagname>.
    • CallerID (<CallerID> is the phone number of the caller
    • MailboxID (<MailboxID>) is the mailbox that contains the message
    • MailboxLanguage (<MailboxLanguage>) is the language specified for the mailbox, and governs the language of the included tokens
    • MessagePriority (<MsgPriority>) is the message priority (normal or urgent) set by the caller, if enabled
    • MessageReceivedDate (<MsgReceivedDate>) is the date on which the caller left the message
    • UserEmail (<UserEmail>) is the email address of the recipient
    • UserPhone (<UserPhone>) is the phone number of the recipient
    • VoicemailAccessURL (<VoicemailAccessURL>) is the URL that the recipient can click to retrieve their message online
    • VoicemailAccessNumber (<VoicemailAccessNumber>) is the phone number that the user can dial to listen to their message
    HTTP Web Service Name External Notification Service, any text The name you give to identify your web service; for example, Voicemail Notification Service. The user sees this name as a tab in their user profile.

    Managing Voicemail Profiles

    Voicemail profiles determine how long Feature Server keeps voicemails for a user or user group before deletion. Voicemail profiles use a Class of Service model to enable the quick assignment of voicemail notifications and retention limits to user groups or specific collections of users.

    You can create profiles that set retention limits of 1 to 10,000 days, or use No Limits to set voicemails not to expire. You can effectively disable voicemail profiles by keeping the default Retention Limit value of the System Profile, No Limits, and assigning no other profile to your users.

    Important
    Remember not to assign a mailbox to multiple users or user groups.

    The System Profile applies only when none of the users or user groups assigned to a mailbox has an assigned profile.

    A new retention limit value in an assigned profile applies to all subsequent voicemail deposits in mailboxes associated with users and user groups the profile is assigned to. To apply a new value or a newly assigned profile to previously deposited voicemails, you run the Apply Message Retention Limits script. You can also run the script when you assign a new profile to a user or user group.

    Managing voicemail profiles

    To create and manage voicemail profiles:

    1. Log into Genesys Administration Extension as an administrator (GAX IP address:port/gax). Under Operations > SIP Voicemail & Call Settings > Voicemail, select Profiles.
    2. To create a new profile, select New. To edit an existing profile, select it from the list.
      The Retention Limit column displays the limit for each profile, in number of days. The Email Notification and Http Notification columns display a check mark for the profiles that have those notification protocols enabled.
    3. Uniquely name or rename the profile to identify the group or type of users to associate with it. For example: Tier 1 agents or Branch Office Wealth Managers. These names do not need to map directly to your defined user groups, because you can assign profiles to any individual or collection of users.
    4. Set a Retention Limit, in number of days from 1 to 10000. Select No Limits to retain voicemails until the user deletes them manually.
    5. Optionally, set up email or web notifications.
    6. Assign profiles to users and user groups.
    7. If you have assigned new profiles or reassigned profiles and want to apply them retroactively, run the Apply Message Retention Limits script.

    Assigning profiles

    You can assign voicemail profiles directly to individual users or user groups, and to collections of users through Bulk Assignment.

    Assign to... Procedure
    A single user
    1. Log into Genesys Administration Extension as an administrator (GAX IP address:port/gax). Under Operations > SIP Voicemail & Call Settings, select User. Search for and click the user name of the user that you want to provision.
    2. Select a Voicemail Profile from the menu.
    A user group
    1. Log into Genesys Administration Extension as an administrator (GAX IP address:port/gax). Under Operations > SIP Voicemail & Call Settings, select User Group. Search for and click the user name of the user group that you want to provision.
    2. Select a Voicemail Profile from the menu.
    Multiple individual users
    1. Log into Genesys Administration Extension as an administrator (GAX IP address:port/gax). Under Operations > SIP Voicemail & Call Settings, select User.
    2. Select Voicemail Profile from the Bulk Assignment menu.
    3. Create and upload a csv file as instructed in the Bulk Assignment window.

    Applying retention limits to existing voicemails

    To apply new or changed retention limits to existing voicemails, you must run the applyMessageRetentionLimits.py python script. The script can run in two modes: information mode, which only reports on mailboxes and their associated voicemail profiles, and execution mode, which applies the new or changed retention limits. Information mode enables you to resolve conflicts (where one mailbox is associated with multiple users or user groups with different profiles) before running in the execution mode.

    If you previously installed SIP Feature Server 8.1.201.18, you might see two similarly named retention limit scripts in the python folder. The correct script to use is applyMessageRetentionLimits.py.

    Important
    Because the retention limit for a mailbox depends on the associated profile of the longest duration, running this script can cause the immediate deletion of voicemails. For example, if you change a user's profile, lowering their retention limit from 100 to 30 days and resetting the longest retention limit of anyone associated with their mailbox to 30 days, running the script immediately deletes any voicemails older than 30 days from the mailbox.

    To apply retention limits to existing voicemails:

    1. Verify that Feature Server is running.
    2. Copy the jython-2.7b1.jar file from FS installation path\work\jetty-0.0.0.0-2016-fs.war-_fs-any-\webapp\WEB-INF\lib to FS installation path\python.
    3. Open the console and navigate to FS installation path\python, which contains the applyMessageRetentionLimits.py script.
    4. Type the command to set the JYTHONPATH:
      • Windows:
        set JYTHONPATH=FS installation path\python
      • Linux:
        export JYTHONPATH=FS installation path/python
    5. Type the command to run the script:
      java -jar jython-2.7b1.jar applyMessageRetentionLimits.py script input parameters
      where the script input parameters are:
      -H Identifies the Cassandra host name (default: localhost)
      -p Identifies the Cassandra port (default: 9160)
      -o Names the output file (default: result.log); changing this value enables you to store multiple log files
      -e Activates the execution mode
      -y Overwrites an existing output file of the name specified by the -o parameter (optional, but when you omit this parameter, the script does not successfully complete if an output file already exists)

    Notifications

    You set up Voicemail notifications in the Notifications tab.

    To configure email and web notifications for a selected or new profile:

    1. To enable email (SMTP) notifications, set Email Notification Enabled to Yes.
    2. To allow users and user group administrators to turn email notifications on or off for themselves, and to specify the recipient email address, set Email Notification Allow User Setup to Yes. A value of No means that only administrators can control user and user group settings.
    3. To enable web (HTTP) notifications, set Web Service Notification Enabled to Yes.
    4. To allow users and user group administrators to turn web notifications on or off for themselves, and to specify the recipient phone number, set Web Service Notification Allow User Setup to Yes. A value of No means that only administrators can control user and user group settings.
    5. Complete the notification settings that apply to your notification method, email (SMTP) or web (HTTP).
    Applies to Setting Values (default value in bold) Description
    SMTP Email From Address user@domain The email address from which you want to send notifications; if you are using the TLS or SSL protocol, you must type the same address that you specified as the username in the SMTP configuration options section in Genesys Administrator.
    SMTP Email Subject Genesys Voicemail Notification: New Message from <CallerID>, any subject line The Subject line of the notification email. It can contain any of the parameter tokens available in the Email Message Body.
    SMTP Email Message Body Mailbox <MailboxID> has a new message from <CallerID>, any text The body of the notification email. It can contain any of the following parameter tokens. To insert a parameter, type < and select from the list, or type the tag name surrounded by brackets <tagname>. The message also includes any static text you type.
    • CallerID is the phone number of the caller
    • MailboxID is the mailbox that contains the message
    • MsgPriority is the message priority set by the caller, if enabled
    • MsgReceivedDate is the date on which the caller left the message
    • UserEmail is the email address of the recipient
    • UserPhone is the phone number of the recipient
    • VoicemailAccessURL is the URL that the recipient can click to retrieve their message online
    • VoicemailAccessNumber is the phone number that the user can dial to listen to their message
    HTTP Web Service URL none, Web Service URL The URL of the web service you set up to handle HTTP notifications. Use the format: http://host:port
    HTTP Web Service Message Parameters

    CallerID=<CallerID>

    MailboxID=<MailboxID>

    MessagePriority=<MsgPriority>

    MessageReceivedDate=<MsgReceivedDate>

    UserEmail=<UserEmail>

    UserPhone=<UserPhone>

    AccessUrl=<VoicemailAccessURL>

    AccessNumber=<VoicemailAccessNumber>

    		The parameter tokens available for the web notification message, formatted as key-value pairs (such as caller=<CallerID>). Other text is ignored. To insert a parameter, type < and select from the list, or type the tag name surrounded by brackets <tagname>.
    • CallerID (<CallerID> is the phone number of the caller
    • MailboxID (<MailboxID>) is the mailbox that contains the message
    • MailboxLanguage (<MailboxLanguage>) is the language specified for the mailbox, and governs the language of the included tokens
    • MessagePriority (<MsgPriority>) is the message priority (normal or urgent) set by the caller, if enabled
    • MessageReceivedDate (<MsgReceivedDate>) is the date on which the caller left the message
    • UserEmail (<UserEmail>) is the email address of the recipient
    • UserPhone (<UserPhone>) is the phone number of the recipient
    • VoicemailAccessURL (<VoicemailAccessURL>) is the URL that the recipient can click to retrieve their message online
    • VoicemailAccessNumber (<VoicemailAccessNumber>) is the phone number that the user can dial to listen to their message
    HTTP Web Service Name External Notification Service, any text The name you give to identify your web service; for example, Voicemail Notification Service. The user sees this name as a tab in their user profile.
    SMTP and HTTP FS GAX URL none, GAX URL The Feature Server Genesys Administrator Extension URL forms the root of the Voicemail Access URL that the user clicks to go directly to the message. Use the format: http://GAX server host:GAX server port/gax/?login#!
    SMTP and HTTP Voicemail Access Number any number The phone number that users dial to access voicemail. Sets the VoicemailAccessNumber parameter token that you can include in the email or web message body.
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